Team Lead, Customer Service

Job Description

As the Team Lead for Customer Operations at Fanatics Betting & Gaming, you will be a key player in ensuring the smooth and efficient operation of our customer-facing processes. Reporting directly to the Customer Operations Sr. Manager, your main responsibility will be to lead a team and work collaboratively with various departments, including Commercial, Marketing, Trading, Casino, Product, and Compliance. You will be instrumental in executing a wide range of customer-centric promotional campaigns that enhance the player experience and drive customer experience. The ideal candidate has a passion for building brands and creating digital experiences with a knack for solving problems and testing new ideas. This role requires you to work in an innovative and integrated environment with a one-team mindset.

• Act as the primary point of contact to run the daily
• a team of Senior Agents to offer email, chat, and phone support, ensuring prompt resolution of issues and inquiries and delivering outstanding
• Offer continuous feedback and coaching to support Senior Agents and Contracted employees to enhance their performance.
• Address escalated calls, emails, and chats during high-volume periods or system problems to ensure seamless operations and exceptional customer service.
• Monitor key performance indicators (KPIs) daily to ensure the required support volume and quality of interactions are met.
• Identify opportunities for operational improvements and take the lead in implementing practical solutions to enhance team efficiency.
• Collaborate with other departments cross-functionally to meet various business needs and contribute to the organization's success.
• Train support agents on standard policies and procedures while encouraging creative and passionate thinking to enhance the user experience.
• Utilize technical expertise to master and teach internal admin systems, review accounts, troubleshoot bugs, and resolve complex issues.
• Provide insights and trends to support product, marketing, and operational decisions to the leadership.
• Take charge of managing critical site issues and promptly escalate them to the appropriate channels and leadership for swift resolution.
• Contribute significantly to the daily development and growth of the operation, including involvement in the recruitment and onboarding processes.
• Embrace additional responsibilities as assigned or requested to ensure the team's smooth functioning and provide exceptional support to valued users.
• Play a crucial role in achieving operational success and delivering the ultimate gaming experience.
• Review processes & procedures. Submitting knowledge articles to enhance the agent experience.

QUALIFICATIONS

• Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).
• Proven experience in customer operations, promotions, or a related field within the betting and gaming industry.
• A passion for leadership & delivering coaching & feedbackExcellent cross-functional collaboration and communication abilities.
• Data-driven mindset with proficiency in analyzing campaign performance metrics.
• Familiarity with all aspects within the sports betting and gaming industry.
• Strong problem-solving skills and the ability to think strategically.
• Demonstrated ability to work in a fast-paced and dynamic environment.
• Passion for delivering exceptional customer experiences.

Job Type: Full-time

Pay: $78,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off